Technical Account Manager I

Summary/Objective

This position will report within the Account Management Team and will be the liaison between Paymentus customers and internal teams at Paymentus.  A Technical Account Manager (TAM) collaborates with an Account Director in support of National Accounts to support client operational and technical needs.  The TAM will be the first point of contact for the client after a case is opened with Customer Care or Product Support Operations.

 

Essential Functions/ Responsibilities

• Learn and understand client’s setup and infrastructure and how it connects between their environment and Paymentus. (API setup, SFTP, file format, features, custom design, etc…)
• Partner with Implementations, Product Support, Customer Care and Operations teams as needed to troubleshoot incidents and provide regular updates to client until an issue is resolved
• Complete monthly SLA reporting for SLA clients
• Support Account Director in QBRs, Client Mtgs and conduct product demos as required
• Be an active participant working with the Incident Manager in Root Cause Analysis (RCA) creation to ensure client impact and other pertinent information is included
• Responsible for reviewing RCA with client stake holders over the phone as needed
• Serve as a Business Analyst to create SOWs for projects by working with the client and Paymentus project teams to help create requirements, share recommended approaches and help identify any risks with client’s request. Assist the Project Manager as needed during implementation
• Partner with Implementations as required to define, perform, assist, and/or coordinate unit testing of features requested by clients
• Will be the client’s advocate during upgrades and implementations to ensure any custom design has been reviewed and tested as appropriate
• Partner with Account Directors to create operational slides for weekly/monthly/quarterly meetings looking at trends and how they affect both the customer and Paymentus business model
• Responsible for all operational and technical communication whether via phone or email
• Assist with demoing new features/functionality specifically around the implementation and integration component
• Reinforce training of customer teams as needed on product features to help them solve their own problems and answer questions on customer trends
• Partner with Development, Account Management and Implementations on prioritizing projects
• Subject Matter Expert for the Paymentus Payment Processing platform

Supervisory Responsibility

This position has no direct supervisory responsibilities

Education and Experience

• Undergraduate degree in Computer Science or related degree
• 3-5 Years in the electronic billing and payment industry
• 3-5 Years in a technical leadership role (Project Management, Sales Engineer, Solution Architect, etc.)
• Knowledge of NACHA Operating Rules and Card Network Operating Regulations is highly desirable
• Demonstrated project management experience tracking and reporting of projects
• Polished communication skills (speaking and writing)
• Experience communicating to Manager level and higher
• Ability to understand technical terms and translate back effectively to the client and Paymentus business teams to help outline a situation and recommendations
• Experience in analyzing data, problem-solving and making recommendations
• Excels in a fast paced environment with lots of change and growth

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch or crawl. The employee may be required to life up to 25 lbs.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand.

Travel

10-15% travel to customer sites may be required based upon project needs.

Other Duties

Please note this job description is not designe